- Location
- Remote - Costa Rica
- Workplace
- Remote
- Type
- Contract
- Source
- Workday
Description
About the Role
We are looking for a Call Coordinator to be the first point of contact for customers who call our support line. You’ll answer incoming calls, collect the right details, and create accurate, well-written tickets in TeamSupport so our support teams can resolve issues quickly. You’ll take calls for customers across all Aurora product lines. You won’t need to fix technical problems yourself. What matters most is clear communication, accuracy, and professionalism.
What You’ll Do
Answer incoming customer calls promptly and professionally during business hours (8–5 EST)
Identify the customer, the product, and the nature of the request
Create clear, complete, and correctly categorized tickets in TeamSupport for every call
Route tickets to the right product or support team
Give customers accurate information on next steps and expected follow-up
Keep call and ticket records up to date and consistent
Escalate urgent or high-priority issues according to set procedures
What We’re Looking For
Impeccable spoken and written English: clear, professional, and grammatically precise
Excellent phone manner, with patience and composure when callers are frustrated
Strong attention to detail and accurate data entry
Ability to learn several product lines at a high level and route requests correctly
Reliability and punctuality; you must be available for the full 8 AM – 5 PM Eastern shift
Comfort working in ticketing or CRM systems
Nice to Have
Experience with TeamSupport or a similar ticketing tool (Zendesk, Freshdesk, ServiceNow)
Previous call center, help desk, or customer service experience
Familiarity with software, government, or municipality customers